Melisa Montesino
Miami,FL
Summary
Adept at leveraging skills in CRM software and customer service excellence, I significantly enhanced client satisfaction at UniVista Insurance. With a knack for problem-solving and efficient data management, my proactive approach and organizational skills led to a marked improvement in service delivery, showcasing my ability to multitask and prioritize effectively. For reference you are free to contact them.
Overview
28
28
years of professional experience
Work History
Retention Specialist
Vivamas Medical Center
01.2025 - Current
- Analyzed customer feedback and sales data to identify trends and areas for improvement in service offerings.
- Provided detailed reports on customer feedback and retention metrics for management review.
- Obtained and examined relevant information to validate customer complaints and determine possible causes.
- Developed strategies to improve customer experience and increase loyalty.
- Received information regarding identified problems and devised responses to satisfy concerns.
- Created and maintained a database of customers for tracking purposes.
- Compiled all calls and interactions into computer data system.
Customer Support Agent
UniVista Insurance
05.2024 - 01.2025
- Performed data entry tasks such as entering new account information into databases.
- Investigated customer issues and escalated complex problems when necessary.
- Adhered to all company policies and procedures related to customer service operations.
- Resolved billing disputes with customers in a timely manner.
- Generated reports detailing daily activities including number of calls received and resolved.
- Demonstrated excellent problem-solving skills when dealing with difficult customers.
- Responded promptly to customer complaints and concerns.
- Maintained accurate records of customer interactions and transactions.
- Engaged in active listening with callers to confirm or clarify information and diffuse anger.
Benefit Coordinator
UNIVIDA MEDICAL CENTERS
05.2022 - 03.2024
- Responded promptly to inquiries from staff members regarding their individual benefit programs.
- Compiled data regarding utilization rates of different types of benefits offered by the organization.
- Organized events to promote wellness programs within the organization.
- Evaluated customer needs and proposed specific benefits options.
- Maintained detailed records of customer interactions and transactions for future reference.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Developed effective working relationships with team members across multiple departments.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Performed outbound calling campaigns to promote new products or services.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Maintained high levels of professionalism while interacting with customers via phone or email.
Service Lead
Winn-Dixie Stores Inc.
01.2006 - 04.2022
- Prepared monthly status reports summarizing all activities undertaken during the month.
- Provided technical support for customers, troubleshooting hardware and software issues.
- Performed troubleshooting activities when necessary in order to resolve any customer issues quickly and efficiently.
- Conducted periodic reviews of existing contracts with clients.
- Maintained a high level of professionalism while interacting with customers over phone, email or chat.
- Organized and managed client data in database systems.
- Analyzed data from customer surveys to identify areas for improvement in service delivery.
- Coordinated internal resources and third parties and vendors for the flawless execution of projects.
Cashier
BANDEC
01.1997 - 01.2005
- Followed company security procedures for handling large sums of money.
- Balanced daily transactions on a computerized point-of-sale system.
- Issued receipts, refunds, credits or change due to customers.
Education
Licensed Health Insurance Agent - 240 - Insurance
American Insurance College
Miami04-2024
Associate of Science - Accounting And Finance
Accounting Technology Institute
Cuba01-2024
Skills
- Complaint handling
- CRM software
- Report generation
- Data management
- Inbound call answering
- Organization and recordkeeping
- Customer service excellence
- Problem-solving
- Time management abilities
- Microsoft windows and office
- Multitasking and prioritization
Languages
Spanish
Full Professional
English
Elementary
Accomplishments
- Associate of Science (Honoree of Graduated)
References
References available upon request.
Timeline
Retention Specialist
Vivamas Medical Center
01.2025 - Current
Customer Support Agent
UniVista Insurance
05.2024 - 01.2025
Benefit Coordinator
UNIVIDA MEDICAL CENTERS
05.2022 - 03.2024
Service Lead
Winn-Dixie Stores Inc.
01.2006 - 04.2022
Cashier
BANDEC
01.1997 - 01.2005
Licensed Health Insurance Agent - 240 - Insurance
American Insurance College
Associate of Science - Accounting And Finance
Accounting Technology Institute
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